Melissa Riley

Experience

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  State Farm

  May 2008 - Feb 2013

  Claims Adjuster

  Worked with customers to investigate, evaluate, negotiate and settle auto claims in an assigned area to include verification of coverage, legal liability and extent of damage to property, which required contact by telephone, written correspondence or in person. Provided relationship management between multiple parties within the claim handling process. Distributed appropriate settlement payment within time restrictions. Also assisted in the training of new associates on the team. Performed tasks using internal computer systems (ECS: Enterprise Claims Systems) Show less

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  Jobspring Partners

  Feb 2013 - Jun 2013

  Recruiter

  Assisted highly skilled software developers in finding new positions with growing technically-advanced companies in the greater New York City area; sourced and reviewed resumes, performed prescreens and interviews of candidates (passive and active). Obtained and performed reference checks as well as coordinated client/candidate interviews and negotiated offer packages. Performed cold calls to high-level hiring managers and executives in order to obtain new accounts. Assisted in event execution including setup/cleanup, participant engagement, and planning. Show less

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  TravelClick

  Feb 2014 - Jun 2019

  Project Management and Coordination across departmental operations and strategies. Manage and deliver on key projects in coordination with other teams such as Product Development, Technical and Development, Account Management, etc. Lead Operational Improvement initiatives and provide analytical feedback on various performance metrics.Drive Customer Success initiatives in conjunction with company goals to increase retention and improve performance metrics.Complete in depth analysis of various KPIs such as support volumes, SLA requirements, FTE capacity, and account reviews. Develop, coordinate and conduct training across the Customer Care Department and other Operational teams. Build training requirements for new hires and on going support staff, and recognize training opportunities ad hoc.Provide product development feedback on design and functionality as a key resource for all Reservation Solutions products, as well as, integration features requiring cross-product development. Actively review BRDs, complete UAT testing, and participate in Sprint reviews. Show less Provide technical support on reservation and business intelligence products directly to hotel clients via email and phone, as well as, third party screen sharing tools. Maintain case records on a daily basis through the CRM, Salesforce; identifying critical issues and quickly escalating cases to appropriate points of contact. Provide thorough and prompt customer follow-up on unresolved issues and ensure quality processes and customer satisfaction with each interaction. Provide clients education on TravelClick products and the training resources available to them. Provide client support on revenue impacting decisions. Supported Products: Business Intelligence - Agency360, Rate360, Demand360, Demand Position, Price Position, and TravelClick Electronic Marketing Center (EMC). Reservations – iHotelier CRS and its’ connections to Web3.0, GDS, OTA’s, and PMS vendors via PMS Connect and Databridge Agents. Show less

  • Coordinator, Operations and Projects

    Mar 2015 - Jun 2019

  • Customer Care Specialist

    Feb 2014 - Mar 2015
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  Amadeus

  Jun 2019 - now

  Focused on customer self-service, case deflection strategies and digital transformations as it related to the front line global customer support organization. Customer Support lead on the development and migration to a new centralized telephone system with our technology partners, including requirements development and testing during developmental phases. Training and SOP development, communication for change management and adoption within support, and in collaboration with other customer facing departments. Post go live reporting, monitoring, and analysis completed throughout various stages; monitoring inclusive of potential changes to systems integrations such as Salesforce and other tools. Customer Support lead in the onboarding of a globalized workforce management system and continuous improvement to related processes. Process development and documentation as it relates to handling of customer inquiries, digital platforms, and overall satisfaction. Working closely with team managers and supervisors through the rollout and adoption process. Show less Global Vendor Manager responsible for day to day relationship, project, and process management. Includes budget, contract analysis, process improvement, etc.Project Management for Operational Tasks such as new team creation and integration, as well as, process updates and improvements.Provide product development feedback on design and functionality as a key resource for all Reservation Solutions products, as well as, integration features requiring cross-product development. Actively review BRDs, complete UAT testing, and participate in Sprint reviews. Show less

  • Project Manager - Platform Life Cycle Management

    Oct 2022 - now

  • Manager, Customer Support

    May 2021 - Oct 2022

  • Project Manager

    Jun 2019 - May 2021